SNAP BACS Support Specialist

Full Job Description

For Statewide Hiring Freeze NON-EXEMPTED position ONLY:

The effective start date of the selected candidate will begin on or after January 1, 2026.

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About this Unit:

The Supplemental Nutrition Assistance Program (SNAP) exists to safeguard the health and well-being for low income, financially eligible households by providing food assistance benefits redeemable for food items at authorized retailers.

SNAP operates on a statewide basis in all counties providing certification (eligibility determination based on State/Federal rules and guidelines) and authorizing issuance of benefits to approximately 289,000 households monthly.

The unit must provide for establishing, implementing, and directing policy, procedures, and rules for the Food Assistance Program.

The unit is responsible for policy creation and monitoring, statewide training, management evaluation/program review, issuance accountability and monitoring, and corrective action and collection of benefit overpayments.

The Call Center was established to accept, resolve, and track client inquiries received through a toll- free telephone service which is available to the general public.

These clients served are those who have either applied for or are receiving various assistance benefits from local county offices, and who are experiencing delays in the receipt of those benefits or having issues using the state’s online application system.

Requirements

Please Note: * Hybrid Position with a minimum of 2 required in-office days *

Primary Job Duties - This position exists to answer out-of-state case verifications received from all 50 states. This position also receives and resolves client complaint calls that come into the Colorado Department of Human Services (CDHS) through the toll-free telephone service available for applicants and recipients of SNAP, Colorado Works, and the Adult Financial programs. This unit handles customers who have not received benefits from the local county office within federally and state required timeframes as well as general calls concerning benefits or the state’s online application Program Eligibility and Application Kit (PEAK). Responsibilities include answering calls placed to the toll free number; recording the nature of the complaint into a Customer Relationship Management (CRM) database; retrieving the complaint data in a chronological order from the CRM database; performing initial research on the case in PEAK or the CBMS automated system; contacting the appropriate entity or County staff regarding the specifics of the case and asking for resolution; contacting the client when more information or detail is needed to resolve the issue; monitoring the process to ensure the complaint is resolved in a timely manner; and recording the final results of the inquiry in the CRM database. Additionally, this position acts as a support role to the EBT unit in handling calls from customers who are in need of assistance getting their Electronic Benefits Card unblocked to use benefits out of state. In addition, this position provides support such as sending correspondence, creating Service Desk tickets, researching and creating reports, and handling other special research assignments.

Client Support Services - Answers phone calls received on the CDHS toll free telephone line for SNAP, Adult Financial, TANF, SEBT, and EBT programs. Introduces themselves to the caller and listens and documents the caller’s question or complaint. Researches the client information in the Customer Relationship Management (CRM) database to ensure there is not a current, open record for this complaint/inquiry; addresses the nature and level of urgency for the inquiry ( An emergency is defined as a phone call regarding a case in which benefits have not been processed within required time frames based on program rules. Calls identified as an emergency receive priority and are to be resolved within a recommended 5 business day time period. All other calls and emails are to be handled as expeditiously as possible, and in general, cannot exceed 7 business days for resolution) Retrieves, researches and completes work on the incident records contained in the database in a chronological order (unless it is an emergency case which always takes a higher priority). Typically, this requires doing some basic research into the automated system to determine the current status of the case.

Categorizes all calls and emails within prescribed CRM categories and enters the required information into the CRM database and tracking system for all inquiries.

Assists clients who are having technical errors when applying for benefits on the PEAK website. If the error cannot be resolved a ticket is created in Service Desk.

When the Service Desk (SD) ticket or issue is resolved, document the SD ticket resolution in the CRM and also, follow up with the client. Routes misplaced calls.

Explains general program processes and procedures to callers. May answer general program informational questions.

Communicates with callers to ensure an understanding of the information provided and the appropriate steps needed to remedy the situation. Provides helpful guidance and assistance.

Contacts the client either by phone, email or both when resolution is reached.

If resolution is not reached between the entity contacted and the client, refers the case to the appropriate State level policy staff. Continues to track the incident until resolution is reached.

This position also assists the EBT team by answering calls from clients out of state, verifying their identity, and adding their card numbers in the system so that cardholders can use their cards out of state.

This position assists cardholders by updating their addresses and triggering another EBT card to be mailed to the correct address if needed.

This position answers client questions regarding their EBT account. This position also provides client education on EBT card safety while they are speaking to the client.

Stays current on latest EBT card education, EBT card fraud trends to provide helpful, relevant information to EBT cardholders.

This position also assists in managing a SNAP policy county-facing inbox that has client escalations forwarded from the executive director’s client services team.

This position tracks, forwards, and resolves all SNAP complaints submitted by Coloradans to the client services team.

This involves researching the SNAP case in CBMS and ensuring the county has all of the up to date policy information to ensure a correct benefit determination is made.

This position also ensures that the county follows up with the client within 2 business days with a resolution.

• Uses appropriate customer service and questioning skills while determining the needs of the client. Based on all information received from the client, makes a determination as to whether any phone call is considered an emergency call, a non-emergency call, or a general information call.

• Using the information at hand, determines the next course of action regarding the incident.

• Decides if issues need to be directed within the Food and Energy Assistance unit or directed out to counties or other organizations such as Connect for Health Colorado or Health Care Policy and Finance including potentially creating help desk tickets for the Food Stamp; Energy Assistance group.

• Decides if reported issues require the creation of a Service Desk ticket.

• Expands applicable program and system knowledge to support responding to increasingly more complex client questions, incidents, and requests for multiple CDHS programs by participating in a collaborative process to create SOPs, implementing the process and monitoring closely to ensure needs of clients and counties are being met, making changes as needed, and assisting in the review of appropriate documents to support expanding automation within the team’s workflow as program needs grow and expand with new policy.

Provides process and system insight to our project vendor to streamline the workflow by attending, actively engaging in, and lead (as appropriate) meetings and solicitations during and after the development and build process.

Provides bi-directional communication between SNAP BACS team and Automation.

This duty may require reaching out to community, county, regional or state representatives to follow up on particular case inquiries which cannot be resolved by the client on their own.

This decision requires investigating if the client has made that outreach to the county themselves first, and then pursuing further action.

Because of the new smart bot technology this duty area has increased in complexity as less complex issues are being managed by the system.

• Verifying client information through the ebtEDGE system.

• Determines when to update ebtEDGE system with newly verified client information.

• Determine how to troubleshoot EBT data and payment file schedules in order to answer client questions.

• Determines critical issues that need to be reviewed by EBT Manager.

• When presented with benefit questions, this position is able to research within the system and troubleshoot benefit information in CBMS.

• Identifies inconsistencies with benefit issuance/eligibility and must determine the proper escalation path, i.e., help desk ticket, supervisor or manager escalation.

• Determine practical solutions to issues clients might encounter by applying specific processes, or guidelines.

County and Out-of-State Eligibility Support - Answers out–of–state verifications for all 50 states.

This position assists in managing an internal inbox that is the direct point of contact for all other state eligibility workers who are in need of verifying if Colorado clients who have recently moved out of state have a closed benefit case in Colorado.

This duty includes the location and analysis of SNAP, Adult Financial and TANF cases in CBMS and communicating with out of state eligibility workers to inform of the clients benefit status.

This duty involves being an intermediary point of contact between the client’s new state and the former Colorado County the client received benefits in to ensure the case is up to date with appropriate benefit determination.

This position also is responsible for assisting with county intelligent character recognition (iCR) processing.

This requires knowledge within CBMS to review, analyze and process handwriting exceptions that come through the iCR tool.

This position aids counties that do not have finalized business processes and review their handwriting exemption queue weekly to ensure client redetermination packers are making their way through CBMS for processing.

• Using the information at hand, determines the next course of action regarding the inquiry

• Analyze SNAP and Cash cases within CBMS and inform out of state workers on current benefit status of clients.

• Uses program knowledge and system expertise to determine if benefit eligibility is correct within CBMS and forward to appropriate county if an error is identified

• Uses CBMS and iCR system expertise to locate, review, analyze and process application packets that have been accepted out

• Identifies system glitches and/or bugs and works with vendor developer to ensure system is working as expected and developer is aware of any coding that needs to be adjusted.

This position may be called upon by division leadership to assist with other program priorities that come up throughout the year.

This position may be assigned to duties related to client services with other program areas, CBMS technical support, county support and/or other duties related to the expertise of this position.

• This position is required to reorganize competing priorities when called upon by division leadership to focus on higher priority work duties.

• This position is required to use CBMS and EBT system expertise to help assist with potential staff training and SOP development.

Qualifications

Important Note: Please review your application to ensure completion.

For the most equitable applicant experience, CDHS' hiring teams consider only the contents of your application to determine meeting minimum qualifications and for the comparative analysis process.

Employment history is calculated on a full-time basis (40/hrs per week). Part-time employment is calculated on a prorated basis to determine qualifications.

Be sure your application specifically addresses your qualifications, experience, work products, and accomplishments as they relate to the position and minimum requirements.

Volunteer work or a related type of experience may be used to meet the qualifications, but it must be clearly documented.

It is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies, and background as they relate to the duties outlined in the job announcement.

This experience must be clearly documented on your application, and the supplemental questions must be answered. Answers such as "N/A," "In Cover Letter," or "See Resume" will not be accepted.

A Human Resources Analyst will review the work experience/job duties sections of the online job application to determine whether your experience meets the minimum qualifications for the position.

Cover letters and resumes WILL NOT be accepted or reviewed in lieu of the official State of Colorado online application. Part-time work experience will be prorated.

Applicants must meet the minimum qualifications to continue in the selection process. You must specifically document your work experience and qualifications. Do not use "see resume" or "see attached."

Comparative Analysis Process – Structured Application Review:

After minimum qualification screening, which could include a skills test, the comparative analysis process will involve a review and rating of all the information you submit.

Document your work experience/job duties to the extent to which you possess the skills, education, experience, minimum qualifications, and preferred qualifications:

Answer all supplemental questions (if listed) as your answers to these questions will be evaluated during this phase. Provide at least 4-8 sentences for each response to supplemental questions.

Supplemental Questions:

Answer the supplemental questions on the application completely and thoughtfully. Your answers may be rated based on the content of your response and your writing skills (spelling, grammar, and clarity of your writing).

Experience Only:

Three (3) years of relevant experience in an occupation within Customer Service, Human Services or experience working with a vulnerable population, working with confidential client data, learning and navigating multiple data management systems, troubleshooting various systems and processes, utilizing time management skills to meet deadlines, and interpreting/following processes and procedures

-OR-

Education and Experience:

A combination of related education and/or relevant experience within Customer Service, Human Services or experience working with a vulnerable population, working with confidential client data, learning and navigating multiple data management systems, troubleshooting various systems and processes, utilizing time management skills to meet deadlines, and interpreting/following processes and procedures equal to three (3) years.

A combination of at least three (3) years experience in an occupation within the following areas:

• Customer Service

• Human Services experience or experience working with a vulnerable population

• Experience working with confidential client data

• Experience learning and navigating multiple data management systems

• Experience troubleshooting various systems and processes

• Experience utilizing time management skills to meet deadlines

• Experience interpreting and following processes and procedures

Preferred Qualifications:

• Customer Service

• CBMS Navigation

• ICR processing

• Lumen system navigation

• ebtEDGE navigation

• Knowledge of CDHS programs and services

• Human Services experience or experience working with a vulnerable population

• Experience working with confidential client data

• Experience in learning and navigating multiple data management systems

• Experience in troubleshooting various systems and processes

• Experience utilizing time management skills to meet deadlines

• COWINS Partnership Agreement: Relevant years of State service should be considered as a preferred qualification and given weight under the process. Part-time relevant years of State service will be prorated.

• TRANSFERS ONLY: Relevant years of State service will be considered as a preferred qualification and given the weight of at least 15% of the overall score under the process.

• Relevant years of State service contribute to a candidate's position-related knowledge, skill, ability, behavior, or other posted competency

Conditions of Employment:

• Standard Background ALL CDHS employees (non-direct contact):

  CBI name check, ICON Colorado court database, Medicare fraud database, Reference checks, Professional License verification (licensure requirements), and drug screen (commercial Driver’s license)

• Motor Vehicle Record Check: This position drives a state-owned vehicle, either in an ongoing capacity while performing their normal day-to-day job duties, OR on occasion for trainings/meetings/client visits/etc.
• Travel: In-state travel to county offices may be required. Travel – Explain: Travel throughout the entire State of Colorado to review Sub-distributing and Recipient Agencies, local and national conferences.

• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.

Former State employees who were disciplinarily terminated or resigned in lieu of termination must:- Disclose that information on the application.- Explain why the prior termination or resignation should not disqualify you from the current position.- Provide your employee number from your prior State employment.

Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination, and failure to provide this information will disqualify the applicant from future State employment with CDHS.

APPEAL RIGHTS:

You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.




• You or your representative must sign and submit the official appeal form for review.

• You can find the official appeal form here.

• You must be deliver the official appeal form to the State Personnel Board:

  • By email (dpa_state.personnelboard@state.co.us), or

  • Postmarked in US Mail to(1525 Sherman Street, 4th Floor, Denver CO 80203, or

  • Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or

  • Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.




Contact the State Personnel Board for assistance:

• At (303) 866-3300, or

• Refer to the Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

Additional Information

How to Apply

The Assessment Process

For additional recruiting questions, please contact roni.schad@state.co.us

About Us:

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS).

Our professionals strive to design and deliver high-quality human and health services that improve the safety, independence, and well-being of the people of Colorado.

Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans

• Medical and dental health plans

• Employer supplemented Health Savings Account

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year plus vacation and sick leave

• State of Colorado Employee BenefitHub Resource Center

• Employee Wellness program

• Excellent work-life programs, such as flexible schedules, training and more

• Remote work arrangements for eligible positions

• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values:

We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve.

We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.

• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.

• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.

• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.

• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.

• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

ADAA Accommodations:

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment.

This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship.

If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to cdhs_ada@state.co.us.

~THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER~

The State of Colorado is an equal opportunity employer

We are committed to increasing a “Colorado for ALL" of our staff and providing culturally responsive programs and services.

Therefore, we encourage responses from people of all backgrounds and abilities.

The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply.

The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them.

Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Additional Support For Your Application

Toll Free Applicant Technical Support

If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time).

Helpful hints: if you are having difficulty uploading or attaching documents to your application 1) ensure your documents are PDF or Microsoft Word files and 2) close the document before you attempt to upload (attach) it.